Remote job · IT and software
L2 Technical Support Lead, SIP and VoIP
- Remote, worldwide
- A cloud communications and customer engagement provider
- Posted 7 Oct 2026
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Apply with Keywordise AIAbout the role
A hands-on technical lead role owning day-to-day second-line support for contact centre and voice services, guiding engineers and resolving escalated issues.
What you will do
- Take charge of daily L2 support for contact centre and voice services, keeping escalated tickets owned and prioritised
- Triage problems, gather logs and evidence, then escalate to L3, engineering, product or vendors with clear impact statements
- Run incident, problem, change and service request workflows end to end using ITIL practices
- Watch queues, backlogs and SLA compliance, stepping in early to reassign, escalate or reprioritise
- Coach L2 engineers on troubleshooting, ticket quality, customer communication and escalation discipline
What they look for
- Strong contact centre support background combined with hands-on troubleshooting ability
- Familiarity with SIP routing, voice services, APIs, integrations and cloud infrastructure
- Experience with Cisco voice and contact centre technologies
- Working knowledge of ITIL incident, problem and change practices
- Ability to own technical communication with customers during escalated issues
- A drive to keep improving how support operates
How it works
- 1Upload your CVSign up with Google or your email and add your CV. It takes about a minute.
- 2We tailor your applicationKeywordise writes a CV and a cover letter for this job from your real experience.
- 3We apply for youYour application goes to the employer and you follow it in your dashboard.
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